Blog
AI in Customer Support: The Mindset Shift You Need for Success
AI in customer support is an exciting opportunity, but a big change. Learn how to approach this change with the right mindset for success.
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It’s customer service week. To celebrate, we’ve gathered lots of great content aimed at helping customer support agents, managers and support leadership drive even more value to the organization.
We all know customer support is the backbone of the customer experience and the front line for the company’s brand. But this week we’re feeling it even more! Check out our stash of great agent-focused content and tools below…
Blog
Power-Up Your Customer Support
Customer service and support agents are some of the most important facets of any company’s customer experience strategy. They should be valued and celebrated every day. But, this week – it’s extra special. Customer Service Week celebrates support agents and managers – the true front line warriors of your brand experience.
To celebrate we’re “giving back” to the support agent community with some great content aimed at helping any agent or manager take their support game to the next level.
Upcoming Webinar
Reduce Agent and Case Review Time with AI
What if you could analyze 100% of an agent’s cases and deliver real-time, contextual coaching and evaluations?
That’s the beauty of SupportLogic’s agent and case evaluation tools – leveraging AI and machine learning to serve up the best cases for managers to review, and offer a streamlined, foolproof tool to perform evaluations.
Oct 6, 11:00am PT
SX Live Replays
Envisioning the Future For Support Technicians
Technology complexity increases every year, and no one has a better vantage point for this dynamic than support technicians. More than a third of B2B support incidents relate to “How do I?” questions, not break/fix issues. As customer success science reveals the impact of positive support experiences on account renewals and expansion, the stakes grow higher to deliver an exceptional experience with every interaction. In this session, we will look at what the role of the support technician will be in the future.
Spoiler alert: They won’t be replaced by automation. But powered by increasingly sophisticated artificial intelligence and machine learning, tomorrow’s support techs will be effortlessly knowledge and insight-enabled, and their sphere of influence will expand to include more visibility and control over the end-to-end customer journey, and the product roadmap.
SX Live Replays
Best Practices For Driving Agent Engagement and Retention
Agent retention and engagement have always been important, but the current climate has driven the need for greater focus on employee development and retention. Learn how Inovalon and Ruckus Network, a CommScope company, designed modern, intelligent quality monitoring programs using AI-driven insights from agent interactions.
A Better Way To Work Your Support Cases
SupportLogic Agent SX
Agent SX takes the busywork out of support. Take back your time, and spend it helping your customers. If you’re using Salesforce ServiceCloud – get started with Agent SX for FREE today.
